Refund Policy

Effective date: November 8, 2026

This Refund Policy applies to payments processed through PaperPay Inc. ("PaperPay"). As a payment processor, our role in refunds depends on whether you are a customer or a merchant.

For Customers

1. Merchant Refunds

Refunds for goods and services are determined by the merchant you purchased from. Each merchant sets their own refund policy. If you need a refund, contact the merchant directly first.

2. Unauthorized Transactions

If you notice a transaction you did not authorize:

• Contact us immediately at [email protected]
• We will investigate within 5 business days
• If the transaction is confirmed unauthorized, a full refund will be issued
• You may also dispute the charge with your card issuer or bank

3. Duplicate Charges

If you are charged more than once for the same transaction, contact us and we will refund the duplicate amount within 5 business days of confirmation.

4. Spending Containers

• Unused container balances are fully refundable upon request
• Refunds are returned to the original funding method
• Completed container transactions are subject to the merchant's refund policy
• Container refund requests are processed within 5-10 business days

5. How Refunds Are Processed

• Card payments: Refunded to the original card. Allow 5-10 business days for the refund to appear on your statement.
• Apple Pay / Google Pay: Refunded to the wallet's linked card. Same timeline as card refunds.
• Bank debits: Refunded to the originating bank account within 5-10 business days.
• Buy now, pay later: Handled by the BNPL provider (Affirm, Klarna, Afterpay) according to their refund process.

For Merchants

6. Issuing Refunds

Merchants can issue full or partial refunds through the PaperPay API or merchant dashboard. Refunds can be issued up to 180 days after the original transaction.

7. Processing Fees

PaperPay processing fees on refunded transactions are non-refundable. Stripe's standard refund fee policy applies as described in your merchant agreement.

8. Disputes and Chargebacks

If a customer disputes a charge with their card issuer, PaperPay will notify you and provide tools to submit evidence. Dispute fees may apply as outlined in your merchant agreement. Maintaining a clear refund policy and responsive customer service reduces dispute rates.

9. PaperPay Service Fees

PaperPay platform fees (subscription, setup, or account fees if applicable) are refundable within 30 days of charge if you are not satisfied with the service. Contact us to request a service fee refund.

10. Contact

For refund inquiries:
PaperPay Inc.
Email: [email protected]
Response time: Within 2 business days